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WasteAdvantage
The Advantage in the Waste Industry
Putting out fires is an all-too-common job requirement for many managers. If youre struggling with establishing positive conflict resolutions among your employees or just need a little help confronting these challenges, find out how you can master these tough talks.
#2: Listen
Conflict resolution is tricky because too many managers ignore the fact that sometimes what they arent saying is more important than what they are saying. Often the best resolutions come from listening carefully to what the other person has to say. Being an active listener sends the message that you are genuinely concerned about him or her and the dispute. Put plain and simply, its the best way to get good information. Ask an open-ended question. It can be as simple as, So, tell me, whats going on? Then listen carefully to that persons side of the story. Youll know its time to insert yourself into the conversation when the discussion turns negative. You can acknowledge someones emotions without seeming like you are taking his or her side. Especially at the beginning of talking about a conflict, youre building rapport, even if its with an employee youve
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Measurable: Be clear about how you will all be able to tell that something has been done, achieved or completed. Achievable: Make sure that whatever solution Advantageagree on fits the situation; you in the Waste Industry The that it complies with both the law and organizational policy; that everyone involved has the ability and opportunity to do what is required of them. Dont set up anyone to fail. Realistic: Check calendar dates for holidays and vacations; look at past performance to predict future actions; allow extra time for glitches and delays; dont assume that the best-case scenarios will come true. Timed: Create reasonable deadlines or target dates; include a few ideas about what to do if something unexpected occurs; be willing to set new dates if necessary. Once you have your SMART solutions in place, immediately put them in writing. Putting solutions in writing is very important, and not just for legal reasons (and for covering your back). Its a way to honor the work that you and your employees have accomplished. Its also a way to keep peoples memories from diverging from the agreed-upon solutions. Verbal agreements have a way of being remembered very differently by different peopleand then becoming the subject of another conflict. Its safer and easier for everyone to have the solutions written down, in order to be able to easily verify them later.
WasteAdvantage
44
WasteAdvantage Magazine
July 2011